No system notification on ticket escalation

[StephanBuerger]

Hi all,

I would like to disable the option that an agent can enable in his notification profile to receive an email for all escalated tickets. (see Picture)

I would like to use the scheduler to inform the helpdesk manager and not any agent.

Any idea?

Regards
Stephan

[MrGeneration]

You can’t disable specific notifications (or agent notifications at all) globally.
There’s feature requests for that, but as of now it’s a per user setting.

[StephanBuerger]

Thank you for the answer.
So we will use the user setting.